Job Description
Founded in 1991, ADNET Technologies is a SOC 2, Type II Compliant IT management and cybersecurity firm with offices in Rocky Hill, CT and Albany, NY. ADNET works closely with clients to provide industry-leading service across three core areas—Managed IT Services, Cybersecurity and Cloud—and is distinguished by its human-centered approach to client engagements. From providing seamless access to a vast support network to a dedicated Engagement Team in your local community, ADNET is proud to be both recognized globally and loved locally. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)
At ADNET, a New Charter Company, we are seeking a Service Coordinator in a remote position (in other companies this person could hold the title of IT Service Coordinator, Service Desk Coordinator, Client Services Coordinator) to coordinate technical support operations and deliver an exceptional client experience across our Technical Assistance Center (TAC).
This is a 100% remote position.
In this role, you will partner with ADNET clients, TAC engineers, technical resources, and service delivery leadership to prioritize and route support tickets, coordinate technician schedules and project work, monitor service levels, and manage client communications. You will use ConnectWise and established service management processes to track daily activity, maintain accurate ticket information, manage escalations, and help ensure support requests move efficiently from intake through resolution.
To be successful in this role, you will balance multiple priorities while making sound scheduling and ticket-routing decisions based on client impact, urgency, resource availability, and SLA requirements. You will maintain closed-loop communication with clients, proactively follow up on outstanding issues, identify opportunities to improve service processes, and help the TAC team consistently deliver a responsive and professional support experience.
General Job Duties Include:
- Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives.
- Prioritize incoming support tickets based on urgency, business impact, client needs, and established service procedures.
- Assign support tickets to the appropriate technical resources and reassign tickets as necessary to meet SLA targets and maintain client satisfaction.
- Schedule technical team members for support tickets, projects, and other service activities.
- Monitor ticket queues, outstanding issues, escalations, and service levels to help ensure timely client support.
- Provide clients with timely updates regarding support ticket status, scheduling, next steps, and expected resolution.
- Communicate scheduling changes to clients and coordinate with ADNET team members to make necessary resource adjustments.
- Answer incoming support calls and accurately create and document support tickets.
- Serve as a client advocate by identifying service concerns, coordinating appropriate escalation, and following up to ensure issues are addressed.
- Practice closed-loop communication by following up with clients throughout the support process and confirming service expectations have been met.
- Assist with maintaining the managed client support portal and related service information.
- Perform administrative responsibilities that support strong client and vendor relationships.
- Identify appropriate client opportunities and communicate them to ADNET's sales and management teams.
- Maintain accurate daily activity, ticket, scheduling, and service information in ConnectWise.
- Monitor email and voicemail throughout the workday and respond to messages within established service expectations.
- Identify, document, and report client issues or concerns to the appropriate team members.
- Document the processes and procedures associated with the Service Coordinator role and keep documentation current.
- Help create and improve team goals, policies, workflows, and standard operating procedures to increase efficiency and improve the client experience.
- Stay current on industry trends and technologies that may affect service operations or client expectations.
- Participate in technical staff meetings, document meeting notes, and be prepared to discuss client issues and service delivery concerns.
- Collaborate with team members and proactively provide information and assistance that contributes to the success of the TAC and ADNET.
- Work with your supervisor to pursue relevant education, training, and professional development objectives.
- Follow ADNET policies, standard operating procedures, and core values, including Passion, Integrity, Accountability, Focus, and Professionalism.
- Perform other responsibilities related to the Service Coordinator role as assigned by your supervisor.
Required Experience:
- Minimum of three years of relevant professional experience or a combination of relevant education and work experience.
- Demonstrated ability to organize, prioritize, and manage multiple tasks, schedules, and competing priorities in a fast-paced service environment.
- Exceptional written and verbal communication skills with the ability to communicate professionally with clients, technical staff, and internal stakeholders.
- Strong attention to detail, follow-through, logical decision-making, and the ability to prioritize technical support work based on business impact and client needs.
- Ability to work methodically with minimal supervision while remaining productive both independently and as part of a collaborative team.
Preferred Experience:
- Associate's degree in Information Systems or a related field.
- Experience coordinating a technical support team, IT service desk, help desk, managed services team, or similar client-facing technology environment.
- Experience with ConnectWise or a comparable professional services automation (PSA), ticketing, or IT service management platform.
- Familiarity with service-level agreements (SLAs), ticket triage, escalation management, technician scheduling, and support queue management.
- Experience developing or improving workflows, processes, documentation, and standard operating procedures to increase service team efficiency and client satisfaction.
- Experience working in a managed service provider (MSP) or other high-volume client support environment.
Standards of Performance
The Service Coordinator will be performing successfully when:
- SLA targets for ticket triage are consistently achieved or exceeded.
- Excellent client relationships are developed and maintained through responsive, professional communication.
- Support tickets are effectively prioritized, routed, scheduled, monitored, and escalated based on client impact and service requirements.
- Projects, tasks, and assigned responsibilities are completed accurately, professionally, and on time.
- Team processes, procedures, and service documentation are maintained and kept current.
- Client concerns receive appropriate follow-up and closed-loop communication.
- ConnectWise and other service records accurately reflect daily activities and relevant client interactions.
- A positive, professional, and productive communication style is maintained with clients and coworkers.
- Strong working relationships are maintained across the TAC and broader ADNET team.
- Company and departmental policies and procedures are consistently followed.
- Progress toward professional development, education, and career objectives is maintained.
- Consistent productivity and sound judgment are demonstrated while working independently in a remote environment.
Location: Remote - Prefer East Coast
Salary: 55-60k
Physical Requirements & Work Conditions
- Physical: Correctable vision and full hearing capability, including the ability to distinguish tones. Ability to perform normal office work, lift approximately 10–30 pounds, and sit and/or stand for up to 10 hours per day.
- Language: Ability to effectively speak, read, and write English.
- Judgment: Ability to make prudent decisions regarding matters of significance to ADNET or its clients.
- Working Conditions: This is a 100% remote position. The role may occasionally require work during evenings or weekends based on business and client support needs.
- Dress: Follow company dress and professional appearance policies.
Adnet Technologies, a New Charter Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Adnet Technologies recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Originally posted on Himalayas
